Instructor: Elicia de Jong

Contents

Objectives
About the course
Modules:

1. Why customers get angry
2. How to calm angry customers
3. Understanding customers' problems
4. Resolving problems
5. When you cannot resolve a problem

Weekly events
Resources
Notes

Objectives

This course will help customer support representatives, sales representatives, and claims adjusters resolve conflicts with angry customers efficiently and without undue stress.

About the course

Make sure you understand the policies and procedures governing this course and that you meet the requirements--before the first class. Also take a few minutes to get to know your instructor and and fellow students.

Policies
Requirements
Grading criteria

Modules

Week 1: Why customers get angry (20 Mar 2000)
Events	Readings	Activities
Lecture (20 March 2000 at 20:00 GMT) Post-lecture chat	Why customers get angry I'm mad and you're to blame! Decline in customer satisfaction in Europe, Asia, and America	Why do customers get angry? Due: 25 March 2000  Discuss why customers get angry. Due: Anytime

Week 2: How to calm angry customers (27 Mar 2000)
Events	Readings	Activities
Lecture (27 March 2000 at 20:00 GMT) Post-lecture chat Role play calming an angry customer	Calming angry customers Getting beyond anger	Share a customer complaint you have received Due: 30 March 2000 Brainstorm how to calm angry customers Due: Anytime

[There is a break between Weeks 2 and 5. This is just an example syllabus.]

Week 5: When you cannot resolve a problem (17 Apr 2000)
Events	Readings	Activities
Lecture (17 April 2000 at 20:00 GMT) Brainstorm dealing with unreasonable customers	When you cannot resolve the problem Dealing with unreasonable expectations	Simulate dealing with difficult customers Due: 21 April 2000 Final exam Due: Take between 19 and 22 April 2000

Weekly events

These events and activities occur every week, but may not be listed in the week's detailed description:

Lecture: Monday at 20:00 GMT. Required
Post-lecture chat: Immediately after the lecture
Open forum: Monday at 20:00 GMT
Discussion group: Open all hours

Resources

As you take the class, you may find these general resources useful:

Notes

Assignments are due at midnight (00:00 hours UTC) on the day stated. For example, if we say an activity is due on April 15, then that would make it due by 7:00 PM (19:00 hours) New York time on April 14th (the evening before), or by 1:00 AM (01:00 hours) Berlin time on April 15th.

Lectures are required. We do not take attendance, but we do present information not available through readings or other resources.